Remote Customer Success & Engagement - Construction SaaS

Dodge Construction Network; United States; Remote; USD 54,000 - 66,000; Full time

Job summary

Dodge Construction Network seeks a Customer Engagement Manager to support its SMB customers, including subcontractors, general contractors, architects and engineers. You will drive adoption of our product suite through proactive outreach and best-practice guidance, building lasting partnerships to improve retention.

Reporting to the Manager, Customer Success, this remote role is nationwide in the continental United States, with travel under 10% for GTM or team meetings.

Qualifications

• 2+ years of experience in sales, account management, or customer support for SaaS-based software.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to quickly learn and apply SaaS products.
• Basic knowledge of the construction industry, or ability to learn quickly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Strong relationship-building and customer-focused approach.
• Ability to coach customers on best practices and identify pain points and solutions.
• Empathetic mindset with a focus on supporting small business growth and customer success.

Responsibilities

• Build and maintain strong client relationships, understand needs, uncover risk and growth opportunities, and ensure customer satisfaction.
• Execute a customer engagement program through the customer journey with outbound touchpoints and health indicators.
• Provide training and support to clients on using products or services effectively, including demos and profile/search assistance.
• Meet KPIs to improve account retention: contact rate, churn, renewal, and retention ratios.
• Follow SOPs for all account interactions in CRM systems and other tools.

Skills

SaaS sales

Account management

Customer support

CRM proficiency

Microsoft Office

Communication skills

Relationship building

Bilingual English/Spanish

Education

Bachelor's degree

Tools

CRM systems

Order management systems

Job description

Dodge Construction Network seeks a Customer Engagement Manager to support its SMB customers, including subcontractors, general contractors, architects and engineers. You will drive adoption of our product suite through proactive outreach and best-practice guidance, building lasting partnerships to improve retention.

Reporting to the Manager, Customer Success, this remote role is nationwide in the continental United States, with travel under 10% for GTM or team meetings.